Arnita Smith
Richmond,VA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
17
17
years of professional experience
Work History
SR. COMPLAINTS MANAGER
Capital One
Henrico, VA
01.2007 - 11.2023
- Spearheaded the development and implementation of a comprehensive workforce management infrastructure pivotal for capacity planning, forecasting, and scheduling across internal teams.
- Monitored and fine-tuned infrastructure and capacity planning to ensure optimal placement and timing of CX agents to meet dynamic service demands.
- Analyzed data trends to articulate how staffing models impacted complaints and the overall customer experience, then engineered and maintained short-term and long-term forecasting models to predict contact patterns, headcount requirements, and operational expenditures.
- Regularly refined forecasts by integrating outcomes and trends to align with strategic objectives and market dynamics.
- Utilized sophisticated data analysis to monitor and assess agent productivity, response times, and forecast accuracy. Then, led the creation of high-impact dashboards and reports that distilled complex data into actionable insights.
- Directed real-time adherence strategies to fine-tune staffing levels and schedules, incorporating adjustments for training, meetings, and other key activities.
- Implemented monitoring and management systems to ensure adherence to optimized schedules.
- Partnered with cross-functional teams to forecast staffing needs and customer-facing initiatives by integrating CX insights with overall business strategies, driving substantial improvements in service delivery.
- Led the design and execution of a comprehensive reporting framework that provided executive-level insights into service levels and productivity metrics.
- Delivered regular performance reports to senior leadership, highlighting opportunities for strategic improvements and operational excellence.
- Developed and managed complaint tracking system for monitoring progress of issues resolution.
- Investigated customer complaints, implemented corrective actions to address patterns of suspicious activity across multiple accounts or transactions, and identified root causes.
- Maintained detailed records regarding investigations, including evidence collected and investigative techniques used.
- Utilized various tools such as databases, software programs., to analyze large amounts of data quickly.
- Conducted interviews with customers to gather information on suspected cases of fraud and reported findings to law enforcement, as needed.
Education
Associate of Applied Science - PSYCHOLOGY
J. SARGEANT REYNOLDS
Richmond, VASkills
- Strategic Workforce Leadership
- Exceptional Oral & Written Communication
- Highly Collaborative, Teamwork, Ownership
- Advanced Forecasting Techniques
- Data-Driver Operational Insights
- Real-Time Adherence Optimization
- Agility & Problem Solving, Visionary Thinkig
- Executive Reporting & Analysis
- People Leader, Leadership Courage
- Thriving in Ambiguity
- Strong Bias Towards Action
- Analytical Problem Solver, Systems Thinker
- Strong Technical Aptitude, Data Analysis
- Advanced CX Metrics Proficiency
- Stakeholder & C-Suite Communication
Timeline
SR. COMPLAINTS MANAGER
Capital One
01.2007 - 11.2023
Associate of Applied Science - PSYCHOLOGY
J. SARGEANT REYNOLDS